Freshchat incident

Incident Report for WhatsApp and Apple Business chat Conversations

Minor Resolved View vendor source →

Freshchat experienced a minor incident on July 28, 2020 affecting Third-party Services, lasting 3h 3m. The incident has been resolved; the full update timeline is below.

Started
Jul 28, 2020, 10:07 AM UTC
Resolved
Jul 28, 2020, 01:10 PM UTC
Duration
3h 3m
Detected by Pingoru
Jul 28, 2020, 10:07 AM UTC

Affected components

Third-party Services

Update timeline

  1. investigating Jul 28, 2020, 10:07 AM UTC

    Partial degradation in WhatsApp and Apple Business chat message delivery as one of our third-party service providers is facing issues on their end.

  2. investigating Jul 28, 2020, 10:07 AM UTC

  3. investigating Jul 28, 2020, 10:07 AM UTC

    Our Service Provider seeing increased latency on the WhatsApp and Apple Business chat Conversations platform. And the team is currently investigating this. We will provide another update shortly.

  4. investigating Jul 28, 2020, 10:12 AM UTC

    Our Service Provider continue to investigate performance issues impacting WhatsApp and Apple Business chat Conversations users in the US. We will follow up when more information is available.

  5. investigating Jul 28, 2020, 11:12 AM UTC

    Our Service Provider identified a third party networking issue impacting performance on WhatsApp and Apple Business chat users in the US, the problem is under mitigation and we're already seeing performance improvements. We will follow up when more information is available.

  6. investigating Jul 28, 2020, 11:23 AM UTC

    Our Service Provider seeing significant improvements across the impacted services. During the course of the incident, webhook notifications were queued. They were processed when the service recovered. We are continuing to monitor closely, and will provide updates when available

  7. resolved Jul 28, 2020, 01:10 PM UTC

    We are happy to report that we are no longer seeing any errors for the previously impacted products and all our availability should be back to normal. This incident has been resolved.